MINSTER, OHIO -- After waiting for 2 weeks after my doctor faxed my prescription for my CPAP machine to Apria, I finally decided to call them to see what was the holdup. First, I waited on hold for over a half hour just to speak to a person. He told me that they would call me on Monday to set up a time with them to discuss insurance. I waited until the next Thursday and decided to call them back on my own. I once again waited for a half hour to speak to a person. This woman told me that she didn't understand why no one had gotten back with me and she elevated my order status. She said a manager would call me back the next day.
The next day, the manager called me and things seemed to be straightening out. She said there would be a total charge of 29.61 for all the equipment except the mask and that I would pay for the mask when I picked up the machine. She scheduled me to pick up the machine on the following Wednesday and took my banking information to charge the $29.61.
Wednesday I went to the office to pick up the machine and be instructed on how to use it. After the instruction the woman in the office showed me an invoice. The amount on the invoice was less than the $29.61 and she said the ONLY thing I would have to pay for was the mask. I asked her how much the mask would be. She said it would be less than $20. I signed the invoice as she noted the card was already on file so I didn't need to provide it or get a receipt. 2 days later, as I was checking my bank account, there was a charge for $118.98!!! I called back to Apria.
After I talked on the phone for close to an hour, the woman supervisor named **, told me that she was sorry for the mix-up but I had to pay more because they didn't tell me right. Tell me exactly how 2 people told me that I only owed $29 and I got charged $118.98?!?! Something seems very fishy and illegal about this company. I will be talking to my lawyer.
CHICAGO, TEXAS -- I called Apria to find out the buy-out amount for my CPAP machine. I was informed that only 3 payments remained on my term and that it would be best to just make the remaining three payments and then billing would stop and I would own my machine. I agreed.
Meanwhile, I received a letter regarding patient financial assistance. I called and said "I did not think I needed to complete the form as I only had 3 payments remaining." I was informed that by filling out the form, should it be approved I would receive lower "patient assistance" pricing on any supply orders I would make in the future. My assistance was approved and my monthly billing decreased for what was to be the final month.
When I received an invoice for an additional month, I called the billing department and was informed that since I had requested financial assistance and received it, that my monthly billing would continue indefinitely and that I would not ever own the machine. I told them that this was unacceptable and that they had contacted me about financial assistance. They told me it was too late and that I would continue to be billed. I told them I would pay the full final month and take ownership. They told me that was impossible. I asked to talk to a supervisor and was refused. Finally they gave me an address for customer care and that I could write to them. I did.
2-3 months later I received a call from a very rude customer service agent, who verified my initial conversation about the buy-out. I again offered to pay it off and again was told that someone had made an error, that it was a training issue within Apria and that I was stuck with ongoing monthly bills. I asked to talk to someone in charge and was told that I would be on hold for a while. I asked if someone could call me back, she agreed and 9 months later I still have not received that call.
I wrote another letter, included a check for the buy-out amount and stated that they should either accept the check as a final payment and buy-out or not cash the check. They cashed the check and have continued billing. I have not paid them a dime and now am getting letters that I am being turned over to a collection agency. This was clearly a bait and switch fraud by this company. THEY ARE CRIMINAL IN THEIR CONDUCT - DO NOT USE.
ENDWELL, NEW YORK -- When my mother was alive, she had Apria in Florida and had a terrible experience. I didn't think it could get any worse until today. My family has done business with Apria's Endwell, NY branch for many years. You can no longer call the branch directly. The local number is forwarded to a call center in another state. I waited on hold 3 times for over 45 minutes each time!! When I finally got through, they had my insurance information wrong. I waited on the phone for half an hour while they straightened that out then placed my order and gave the representative my credit card info.
I waited 2 weeks and when I did not get the equipment we ordered, I called again. I had to try several times as I was always stuck on hold for at least half an hour and would sometimes have to hang up. When I finally got through, they said they needed my credit card information again. I had to call back with my credit card info and when I finally got through, I was told that the order had been canceled and couldn't be "back-dated"?? I would have to wait at least 2 more weeks to get my things.
I worked my way up through supervisors and spoke with someone who promised to get back to me immediately. That didn't happen. I spent the day trying to get through again -- finally got someone who would not listen to me. I asked to be transferred to the Endwell branch as I thought I would get better service with them. But the woman in Endwell kept talking over me, too. I hate that. I would start to speak and she would speak over me. I asked her if it was worth losing 3 customers? And she said she couldn't care less. So there you have it. There are other companies out there. I switched in less than an hour.
ROCKFORD, ILLINOIS -- It all started I'm not sure date or those details but from the start I was diagnosed with osa. I went to the only local in Freeport Il osa place. It was Garrity Home care. Was awesome, worked till got my mask right. Serviced it, got me new humidifier and when it broke they sent it in and gave a loner with humidifier key with humidifier.
The service was so good, people so helpful and friendly. Then this happens. Apria Healthcare took it over, closed my towns store. Then my machine broke a second time. They made me go to their town. The atmosphere was just not warm, the lady had looks and wasn't like my towns lady. They reluctantly sent it in to be fixed. I had to force them by calling corporate office for a humidifier. The local refused then they lied to Medicare - said, I stole their loaner, asked for favors etc.
The favors I found out were me asking them to come to me. I'm disabled with a car that don't like town and now I'm demanded to drive 40 miles or so to them. Now my machine is broke again. I got ignored for over a year, hung up on, had to recently sic social security on them.
Then they talk to me and what a surprise - it's all my fault and they refuse to come to me and basically in not so many words, "You pay for it." "Well social security only does this or that. You own the machine," etc and "We are not required to serve you. Want some other numbers?" etc. So I'm screwed with a half working machine. I have to wait 2 years or so till social will pay for another one. Thanks Apria. Enjoy Medicare's fraud charges and withheld payments.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.
SACRAMENTO, CALIFORNIA -- It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements.
Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don't they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don't wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions.
Another issue has been that they sent me a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by FedEx and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems.
No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal **. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB's so I suspect there are trying to rip someone off, too. Wish I were European.
MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever.
You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!
WORCESTER, MA -- Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn't understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone.
After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The website says all the right things but in the end Apria doesn't have a clue.
SANTA ROSA, CALIFORNIA -- I never thought a company would (seemingly) set out to screw up simple supply orders until I worked with Apria. They may have won first place for the worst customer service in the healthcare industry. My complaint is not due to a few botched up orders, but over 30 in the last 9 years. I order CPAP supplies, such as masks, filters, chinstraps, etc. Most of these are repeat orders. Not one time in over 30 attempts have they sent me a complete order correctly! These guys must have to work hard at screwing up orders! Please understand, if I don't use this CPAP (a machine that pumps air in my lungs when I sleep), I could have a stroke and die. A few quick examples:
On my order three months ago, I mentioned the problems I have had and requested that they get the order right for the first time. You'd think that would assure a correct order, right? I ask them to send me the blue neoprene chinstrap, NOT the white 4" one. They see past orders, identify the correct strap and orders it for me. What do I get but the white one!
I need filters for my CPAP machine. I have dust allergies and have sneezing attacks. I order the filters and they assure me they will be there in two to three days. I call to complain "I haven't received the filters after a week - I'm beginning to wake up sneezing." They say "the filters are ordered and should arrive any day." Another week goes by, same response, any day now. Three weeks go by and I'm not getting much sleep because I wake up at night sneezing, blowing my nose. They say "it should arrive in the next day or two."
A full month later, I'm waking up with a bloody nose and my mask full of blood! I tell them to "do whatever it takes–GET IT HERE!" I call national Apria customer service number. They apologize profusely and assure me they will have the Santa Rosa, CA office looked into and that this is an isolated incident. Here we are, FIVE WEEKS LATER, I ask where my filters are – THEY HAVEN'T EVEN BEEN ORDERED!
After sending me the wrong filter twice, I email them with the exact part number, taken from the package. I even take pictures of the filters they sent me that were wrong (pink and yellow) and show them the right one that's white. What do they send me but more of the pink and yellow ones!
The last time I got the Northern California manager to look into my need for a BiPAP machine (I want to be sure I get the right one for my needs). He assures me he'll take care of it. A week later, he's too busy, so he refers me to "his expert in BiPAP machines". After going round and round with this lady for 45 minutes, it turns out she doesn't know much about BiPAP machines at all and I know much more than she knows! I don't have time to go on about this, this is crazy!
They have had three managers of the office in Santa Rosa in the last three years, still they promise me the world and assure this will not happen to me again, but each time it does! Even the people who work there think that they are a joke! Now I see that others have had the same kind of experience elsewhere in the US. God, help them!